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MA Powertrade Returns & Refunds Policy

We want you to be happy with every purchase from MA Powertrade. If something’s not right, here’s how we handle returns and refunds.

1. Grocery Product Refunds

  • Most groceries are delivered in sealed, branded brown paper bags, except for loose or bulk items in original packaging.

  • If you receive the wrong, damaged, expired, or missing grocery items—or if we fail to deliver due to our fault—we may credit you for the affected products (plus the delivery fee if your whole order was affected).

  • You must log your issue with us on 021 638 4590  –  021 638 4145  –  021 638 1345 within 4 hours of your scheduled delivery. After that, products can only be returned to your nearest store for a refund or replacement.

  • Some items, cannot be returned.

2. Returns & Refunds for Shelf-Stable, Non-Perishable, and Non-Grocery Products

  • If you’re unhappy with your product, you may return it before the sooner of its use-by date or:
    a) Within 12 hours for incorrect products

  • Follow the returns instructions under your account on our platform.

  • Products must be unused, in original sealed packaging, with all labels, documentation, and accessories, and proof of purchase.

  • Refunds, exchanges, or credits will only be processed once the store has approved the return.

  • We reserve the right to charge a 10% handling fee where necessary. 

3. Quality-Related Returns

  • Contact our Support Centre for instructions: 021 638 4590  –  021 638 4145  –  021 638 1345

  • Returns may be refused if:

    • Care/use instructions were not followed

    • Damage was caused by environmental factors (moisture, sunlight, heat, etc.)

    • Electrical damage was caused by power surges

    • The product was disassembled, permanently installed, or altered

    • The issue is normal wear and tear

4. Non-Returnable Items

We cannot accept returns for:

  • Cold storage products

  • Unsealed batteries

  • Hygiene-sensitive items (grooming tools, underwear)

  • Baby food and formula

  • Products marked as non-returnable (e.g., perishable items)

  • Regulated medical or pharmaceutical products

  • Items that cannot be assessed for damage or use

  • Copyright-protected items (software, games)

  • Airtime, vouchers, and gift cards

  • Any other products marked as non-returnable on our product pages

5. General Returns & Refunds Information

  • Proof of purchase (invoice) and proof of identity are required for all returns.

  • We do not collect items for return; delivery drivers cannot accept returns.

  • Non-food products are intended for household use only; commercial or industrial use is at your own risk and not covered by our warranties.

  • We may suspend or cancel your account if we suspect abuse of our refund process.